The Garwen Philosophy 
Issue # 9 / 1 December  2010

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A Note from Gary


 

Hi Subscriber,

Well here it is again. Good old Christmas. How many times have you said “gee this year’s moving fast” this year? They seem to be getting quicker right? The next 3 weeks will be hectic for most people and most businesses and then some people get a holiday while others will get at least some public holidays. Why not give yourself a little time to consider the weeks ahead and the people you might see.

 

Just for a moment give a thought to that driver who perhaps comes in to drop off or pick up some items from your business. Why not say g’day to them even though you have never spoken before. Make a new friend. What about the upcoming ‘new year’s resolution’? What if it became a resolution that you actually kept? I guarantee that if you make a resolution to help someone else (not about you) the chances are very good that you will achieve it. Example: MY NEW YEARS’ RESOLUTION is to write 1 handwritten letter per month to an old friend or family member (just a thought)

 

Check the MAD challenge for this issue further down the letter. It will give you such joy if you take the challenge up and achieve it. Give some thought to all the new people you were introduced to or met this year. How many were there? Can you remember their names? What about the good people in your life that you have ever met, who said something small that made a real impact on you? Can you name 5 memorable people who did that for you? I bet you can.

 

I personally have met no-one in my life that has not added value to me or provided at least a learning process.

 



Best regards,





                                                                                                                



To laugh often and much;

To win the respect of intelligent people and the affection of children;

To earn the appreciation of honest critics and endure the betrayal of false friends; To appreciate beauty, to find the best in others;

To leave the world a little better;

Whether by a healthy child, a garden patch or a redeemed social condition;

To know even one life has breathed easier because you have lived. This is the meaning of success."
Ralph Waldo Emerson

       Feature Article




I wonder? When coaching my clients I will try to get the client to identify areas of the business that can be developed into systems and then anyone should be able to follow the ‘system’. I’m beginning to question how to best train people in systems because I believe in some organisations they have become a hindrance to the quality of their customer service.
For example: last Friday evening my wife and I were watching a movie and decided to but a chicken pack from the local Red Rooster. Now we were on our way home and spotted the sign that read. ‘DEAL’ to chicken packs for $10. So their marketing had got our attention. I drive through the takeaway and order 2 chicken packs and small gravy. The lady says “no probs that is $15”. When I get to the window I questioned the young lady asking had the gravy gone up. She replies “Oh did you want the 2 for $10 deal”? If you want that deal you must mention it at the voice responder when ordering. Baffled I asked “are the packs in the deal different to the standard packs”? She replies “no, but we’ve been told that if you want the cheaper price you have to specifically ask for the cheaper price”. I cannot make any further comment about this.
Sure have a ‘systems’ process; this contributes to even more efficiency within your company. When you are devising ways to measure and reward, you need boundaries and targets. However it seems that sometimes people are not trained in how to interpret these targets. Or maybe the trainers themselves don’t know. The final result of any target or ‘system’ MUST be related to the perception a customer has after dealing with your company. All processes lead to the customer in every instance on every day. Sometimes though management leave this information out of the training. They figure their staff already knows.
I spoke with a learned gentleman last week who owns multiple licences of the Coffee Club franchise. Barry says he runs with this standards reference and all his team know it. When it comes to serving their customers he reminds them that PERFECTION is the goal, however EXELLENCE is tolerated.

 

All the best!


News

 ACKNOWLEDGEMENTS IN DECEMBER

DECEMBER 1st   – WORLD AIDS DAY




DECEMBER 2nd  -  INTERNATIONAL DAY FOR THE ABOLITION OF SLAVERY



 




These days it’s called human trafficking

DECEMBER 3RD   –  INTERNATIONAL DAY OF PEOPLE WITH DISABILITIES



      Recommendations 


JOURNAL

People find this laborious; however do you know how much ‘stuff’ you know? Or how valuable your experiences could be to others? This weekend go to the newsagent and buy an exercise book for $1 and each Friday afternoon spend just 30 minutes writing ‘stuff’ in your exercise book. 

I won’t suggest you need therapy, but it is a very therapeutic pastime. You record things you may one day forget; you can share stories of past events, even offer advice to readers.  Who knows it may become a ‘best-seller’ one day as well.

JUST TRY IT



Your Make A Difference Challenge

  

THIS ISSUES M.A.D. CHALLENGE:

                                                     

HOW ABOUT THIS FOR MAKING A DIFFERENCE?

During the Christmas holidays there will be many people in hospital getting expert care from dedicated medical staff. The challenge is for you to contact your nearest hospital and ask if you can come in to share some FREE treats with the patients. If you have kids, take them too, they will love it and the response will be very positive. This will be for about 30-50 minutes only.

Get a couple of bags of 3 different sweets (generally not chocolate) in QLD from the shops. Purchase 2 pieces of cellophane paper from a newsagent, cut them into small squares. Put 3 or 4 lollies or almonds into a square of the paper and tie a little bow. The process may take 2 – 3 hours in total for you to have something to give bedridden patients on Christmas day.

My family and I have done this numerous times over the past 10 years and it is incredibly rewarding seeing ill or old people on Christmas realise your family is giving up an hour or so to think of others less fortunate.

Until next time – enjoy great things

Kind regards

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